Check the file's status before retrying. A saved template or completed upload does not necessarily mean that its video and files are ready to send.

Check the supported formats and limits: one video up to 120 MiB and 5:05, or a PDF, DOCX, XLSX or CSV up to 20 MiB each. The recorder itself stops at 5:00.

Use a shorter or smaller video if it exceeds a limit. If the file is empty, damaged or unsupported, export a valid supported file or choose another. Renaming the extension will not fix the content.

Allow preparation to finish. Keep the current workflow open if it contains unsaved or personalized changes.

Time varies with the video and processing conditions. Do not keep replacing or re-uploading a file solely because preparation takes longer than expected. If preparation appears stuck or repeatedly fails, contact human support with the non-sensitive details below.

Use Retry if the app offers it for a preparation failure. You can also select Replace to choose another video.

For an invalid format, excessive size or excessive duration, correct or replace the file. Retrying the same invalid file does not remove the limit. For a failed document, use its Retry control or remove it and add a valid replacement.

If you remove failed media, check that the remaining pack still contains a name and complete content before sending.

Check whether the video is ready. A missing thumbnail alone does not establish that the pack failed to save or send.

For a ready video, use the playback retry control if shown and check your connection. If the problem involves sign-in or account access, ask human support immediately and provide only the minimum routing context. Keep the current workflow open while you get help: unsent personalization is not retained across a new session.

Open the saved pack or View copy while signed in, and try the attachment again. Check that preparation has finished and that your connection is working.

For access denied, sign-in or another account-specific problem, ask human support. Do not share a private media link as a workaround.

For a routine upload or playback issue, provide your role, affected step, approximate time and timezone, exact error text, browser/device version, file format, size and video duration. A screenshot with names and sensitive content removed may help.

For account access, privacy, security or suspected data loss, request a human handoff with only the minimum routing context. Do not send passwords, security codes or unnecessary client information.